Vedant Kumar
Noida
Summary
ITIL-certified Incident Management Specialist with 5+ years of experience in technical support and network operations. Expert in diagnosing and resolving Tier 2 and Tier 3 network incidents involving complex routing and infrastructure failures. Adept at implementing ITIL best practices to streamline incident lifecycles and improve service delivery. Strong collaborator with a focus on long-term network stability and performance optimization.
Overview
4
4
years of professional experience
Work History
Incident Management Specialist
British Telecom
Gurugram
10.2025 - Current
- Lead and manage Major Incident Management (P1/P2) processes, ensuring quick restoration of services and minimal customer impact.
- Act as the central coordination point (Incident Bridge Manager) during critical outages, bringing together multiple technical teams to diagnose issues and drive resolution.
- Perform impact evaluation and incident triage, ensuring correct prioritization and engagement of relevant support teams.
- Facilitate incident bridge calls, ensuring clear communication, action tracking, and accountability among stakeholders.
- Collaborate with engineering, network, and platform teams to identify root causes and prevent recurrence.
- Maintain strong stakeholder communication, including status updates, escalation handling, and incident reporting.
Senior Network Engineer
British Telecom
Gurugram
10.2023 - 09.2025
- Designed, implemented, and supported enterprise-grade network solutions using Cisco Routers, Switches, Firewalls, and Collaboration devices.
- Led end-to-end troubleshooting of Local Area Network and Wide Area Network (LAN/WAN) issues, including link down, latency, packet loss, and routing anomalies.
- Managed complex environments involving Zscaler ZIA/ZPA, Cisco Meraki, Nokia/Viptela SD-WAN, and traditional Multi-Protocol Label Switching (MPLS) networks.
- Handled escalated incidents and drove resolution for Priority 1 and Priority 2 (P1/P2) outages, ensuring minimal business impact.
- Created detailed Root Cause Analysis (RCA) and Reason for Outage (RFO) reports, collaborating closely with the Problem Management team.
Service Reliability Engineer
British Telecom
Gurugram
10.2022 - 09.2023
- Monitored and troubleshot Wide Area Network (WAN) infrastructure and networking equipment to ensure high availability and optimal performance.
- Managed, escalated, and resolved complex technical issues, consistently meeting or exceeding defined Service Level Agreements (SLAs).
- Prepared detailed Root Cause Analysis (RCA) and Reason for Outage (RFO) reports for major incidents to support problem management
Incident Management Specialist
British Telecom
Gurugram
10.2021 - 10.2022
- Monitored and troubleshot enterprise Wide Area Network (WAN) infrastructure and associated network equipment to maintain high availability and optimize system performance.
- Managed, escalated, and resolved complex technical incidents, consistently meeting or exceeding defined Service Level Agreements (SLAs).
- Authored detailed Root Cause Analysis (RCA) and Reason for Outage (RFO) reports for major incidents to support problem management and prevent future recurrences.
Education
Bachelors of Technology - Electronics And Communications Engineering
Uttar Pradesh Technical University
Lucknow, UP01-2019
Skills
- IITLCCNA
- ARUBA
- SDWAN
- NOC
- MPLS
- CISCO
- Gateway
- Cisco Merafii
- ITSM
- WAN
- Cisco Routers
- Switches
- Routers
- BMC Remedy
Timeline
Incident Management Specialist
British Telecom
10.2025 - Current
Senior Network Engineer
British Telecom
10.2023 - 09.2025
Service Reliability Engineer
British Telecom
10.2022 - 09.2023
Incident Management Specialist
British Telecom
10.2021 - 10.2022
Bachelors of Technology - Electronics And Communications Engineering
Uttar Pradesh Technical University